This policy applies to consulting engagements booked directly with Query Synqhub. Specific written terms in an accepted proposal take priority where they differ.
Before work begins
You may cancel within five working days of accepting a proposal for a full refund of fees paid, provided we have not started scheduled discovery, preparation or implementation at your request. Purchased third-party access or specifically commissioned materials are deducted where they cannot be cancelled or reused.
After work has started
Fees for completed work and committed time are non-refundable. If you end an engagement early, we will calculate work completed against the agreed stages. Any balance for unstarted stages is refunded, less non-recoverable materials or third-party costs disclosed to you. A partial refund may also apply when we cannot complete an agreed stage and no reasonable rescheduling or replacement is available.
Deposits
A proposal may require a deposit to reserve consulting time. Deposits are fully refundable under the five-working-day condition above. Afterwards, the portion covering reserved time, preparation already performed and non-recoverable costs is not refundable; any remaining unused amount is returned.
Rescheduling, late cancellation and no-shows
You may reschedule a workshop or working session once without charge by giving at least three working days' notice. With less notice, reasonable preparation and reserved-time costs may be charged. If attendees do not join within 30 minutes and have not contacted us, the session is treated as a no-show and the scheduled fee is not refundable. We will consider emergencies fairly.
How to request a refund
Call +60 3-4045 2931 or write to Query Synqhub, 479 Jalan, 51200 Ipoh, Perak, Malaysia. Include the company name, engagement reference, reason and payment details needed to identify the transaction. We will acknowledge the request within three working days and explain the calculation.
Processing and payment method
Approved refunds are issued within 10 working days to the original payment method where possible. Bank processing may take additional time. We do not issue cash refunds for electronic payments.
Our cancellation
If we cancel and cannot agree a suitable new date, you receive a full refund for the affected unperformed work. Completed stages remain chargeable. Nothing in this policy limits any non-excludable rights under Malaysian law.